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 APPENDIX C:
Students First! Services to Students Organization
CONCEPTUAL OVERVIEW OF PROCESS FLOW
STUDENT SERVICE NEED CHARACTERISTICS
FUNCTION
PROCESS
STUDENTS FIRST! CENTER & STUDENT CHARACTERISTICS & ACCESS POINTS
ORGANIZATIONAL STRUCTURE
INFORMATION DISSEMINATION
INFORMATION TEAM
Composed of individuals Collecting & Distributing Information Provided Via:
Cable Television
College Wide Area Network (WAN)
Printed Materials
Student Database
Telephone
World Wide Web (Web/WWW)
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STUDENTS FIRST! RESOURCE TEAM
Composed of :
RESOURCE REPRESENTATIVES:
Main Campus: provide information and services, and perform transactions
Mobile Unit: provide information, services, and training college-wide, perform transactions, provide backup, as needed
1-2 INDIVIDUALS FROM EACH OUTREACH CENTER
SERVICE STIES WITH ASSOCIATES trained by Mobil unit to serve as a resource in their respective geographic location; not primary assignment. At the following sites:
Academic Clusters/Neighborhoods (On-Campus)
Adult Basic Secondary Education (ABSE)
Distance/Community Learning Centers
Support and Diversity Services
**work closely with ADVISING, COUNSELING AND CAREER DEVELOPMENT TEAM
**work closely with INFORMATION TEAM
STUDENTS FIRST! TECHNICAL TEAMS Composed of: Technical Representatives with Content Specialties in:
ENROLLMENT, including:
Degree Evaluation
Placement Testing
High School/Community Relations
Special Admissions
International Admission
Veterans
Registration Exceptions:
Add/drop
Administrative Withdrawal
Student Records Management:
Grade maintenance
Duplicate records
Reporting
Basic demographic Information
FINANCIAL AID, including: Forms collections & data entry
Preliminary file review
Awarding
Student loan administration
STUDENT FINANCE, including:
Account adjustment exceptions
Account:
General ledger
Fund draw down
Reporting
Cashier--reconciliation
Collections--delinquent accounts In addition to their content specialties, Technical Representatives provide backup & serve as a training resource for the Resource Representatives
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The Students First Resource Team works closely with the information team as well as the Advision, Counseling and Career Development team
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The Advising, Counseling and Careet Development Team include the following 2 areas:
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ADVISING AND COUNSELING SERVICES (ACS) TEAM
Focus of Service Delivery:
ACADEMIC CLUSTERS
Neighborhoods with common academic problems
Adult Basic Secondary Education (ABSE)
STUDENT CHARACTERISTICS--usually self-selected
Support and Diversity Services
GEOGRAPHY
Students First! Center
Career and Work information Center (CWIC)
Outreach Centers
Community Learning Centers
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CAREER AND WORK INFORMATION CENTER (CWIC)
Team Includes:
Career Information Center
Federal Work Study
Job Placement
Co-Operative Education Representative
Training and Development Representative
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SUPPORT AND DIVERSITY SERVICES
SUPPORT AND DIVERSITY SERVICES TEAM
Composed of:
Black Student Union
Disability Services
International Student Services
International Student Services
Multi-Cultural Center
Native American Student Association
Substance Abuse Prevention Services
Women's Programs
(others to be determined by Leadership and Implementation Teams)
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NOTE: While the following services were not included in the scope of the Students First! Team's Charge they may be included in the Support and Diversity Services Team:
Athletics
Campus Ministry
Student Activities
Student Health
Training and Development
STUDENTS FIRST! CENTER TEAM
CHARACTERISTICS AND SKILLS
| COMMONALTIES |
RESOURCES REPRESENTATIVE
On-Site Mobil Units |
Technical Representative |
| CHARACTERISTICS |
| Customer service oriented |
Heightened ability to communicate |
Posses detailed functional/technical knowledge |
| Able to interpret inquires |
Awareness of appropriate boundaries for referral |
Able to communicate technical knowledge |
| Process thinker |
Patient |
Able to problem solve |
| Takes initiative |
Intuitive |
| Detailed |
Willing to learn/inquire |
| Flexible |
Low tolerance for error |
| High sense of accuracy |
| Sense of humor |
| Sensitive to needs of special student populations |
| SKILLS |
| interpersonal |
teaching/coaching |
special functional knowledge |
| team building |
diagnostic problem solving |
organizational/time management |
| computer literate |
setting appropriate boundaries |
SERVICES TO STUDENTS PROCESS OWNER MANAGERS
CHARACTERISTICS, SKILLS AND RESPONSIBILITIES
| CHARACTERISTICS |
SKILLS |
RESPONSIBILITIES |
| Ability to keep focus |
Computer Literate |
Establishing team vision |
| Commitment to follow-through with team leaders & Executive Leadership Team |
Interpersonal |
Planning |
| Innovative thinker |
Team Building |
Coordinate all team activities |
| Willing to take risks |
Organizational |
Authorize budget |
| Values Professional Development |
Time Management |
| Detail oriented |
Teaching |
| Able to interpret inquires |
Coaching |
| Process thinker |
Mediation |
| Takes initiative |
Team facilitation |
| High sense of accuracy |
Basis management training |
| Possesses detailed functional/technical knowledge |
Problem Solving |
| Able to communicate technical knowledge |
Budget development |
| Customer service oriented |
| Flexible |
| Heightened ability to communicate |
| Awareness of appropriate boundaries for referral |
| Patient |
| Intuitive |
| Sense of Humor |
| Willing to learn/inquire |
| Low tolerance for error |
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